Post-Implementation Organization & Support

Kashif ShamimBS(CS),MSC(MDCN)

Session Objectives An appreciation of issues that new

customers and recent go-live projects will face with the long-term support and enhancement of their SAP systems

An opportunity for established customers to share their experience

Session Topics Why ongoing support is an issue What a support team does Considerations in organizing a team Open audience discussion

Why Support is an Issue>

Institutional Culture ERP system is likely a new thing The Business <> Technical relationship

has changedThere is a NEW business role

Why Support is an Issue>

Go-Live Psychology The finish-line is system go-live

Management expectation of completion

User expectation of a finished product

Why Support is an Issue>

“We want our people back!” The ERP project was a short-term

assignment

Many team members are drafted from your Business offices

They are also your best people for system support

Why Support is an Issue>

Money You budgeted for the maintenance

agreement

Did you plan for the human side?

Your Challenge>

Create a reality-based management perspective of system support Identify what support teams do Consider your institutional factors Look at peer models

What Support Teams Do>

Maintenance Tasks Major upgrades Service packs Problem solving Security administration Workflow administration Archiving

What Support Teams Do>

Common Business Tasks Support the business offices Centralized processes

Tax reporting Financial closing Payroll Payment runs

Data manipulation Mass changes Data loads

Ad-hoc report creation

What Support Teams Do>

Tend to the Users Training Documentation Change Management & Communication Internal Influence Channels

What Support Teams Do>

Continuous Improvement New initiatives and more SAP Accountability to senior management Priority setting - consensus building Product evaluation and acquisition Process redesign License management Define a priority setting process !

What Support Teams Do>

Stay Smart Networking Project team training Keeping up with SAP Advocacy and Influence CRM

(Consultant Relationship Management)

What Support Teams Do>

Marketing Publicity & Promotion

Internal Marketing – Selling SAP

Build a Support Team Consider your organization Build the right team structure Find the right people Create the right work environment Create the right relationships

Build a Support Team>

Consider your Organization Single or multiple-campuses?

Administratively centralized?

One size does not fit all

Build a Support Team>

The Right Team Structure Define the Business > IT Relationship Define subject-oriented business

positions Obtain executive sponsorship, write it

down and make it official Make the team “entity-independent”

Build a Support Team> Entity-Independent? Your implementation was “one for all” Ongoing support works the same way Look at the corporate “home office”

model

Build a Support Team> Find the Right People Desired traits:

Knows SAP Knows your institution Knows your implementation

The perfect fit Your implementation team member ?

View it as new position recruitment

Find the Right People>

“Can’t They Just do Two Jobs?”

The inevitable compromise for “We want our people back”

The “old job” still needs to be done The “new system” still needs support Somehow the “old job” got done The rest of your people just got better

Build a Support Team> The right work environment System integration requires team

integration One team – one location Keep the team visible Become welcome and familiar faces in

the business offices

Build a Support Team> The Right Relationships Team Manager <> Executive Admin Team Manager <> IT Manager

Team Members <> Team Members Team Members <> IT Staff Team Members <> Business Offices

Change Management <> End Users

The Typical OrganizationChief Financial Officer /

Associate VPChief Information

Officer

DirectorAdministrative

Systems Group

AdministrativeSystems Business

Team:

Finance

Projects/FM

Human Resources

Payroll

Procurement/Travel

Workflow

BASIS Team

Applications/ABAP Team

CustomerSupport Team

ChangeManagement

Communication

Documentation

Training

Chief BusinessOfficers / Steering

Committee

InformationAccess/Business

WarehouseTeam

Associate CIO

Closing Thoughts Preserve your project momentum Keep your key people Find a way to do it Some will question if you can afford it Can you afford not to?

Conclusion

Questions